DUO secondary authentication error

[PKU]

At the office when we connect our users connect their VPN’s it opens a browser window with a login page. The user logs in and then should get the DUO push option screen (or call, or message etc) I have one user in a few thousand that gets an error that says

“Invalid secondary username or password. Please re-enter user information”

This isn’t specifically a DUO error and is more to do with the machine as the user can log on fine on other machines with the same credentials. I understand that rebuilding the machine from scratch will most likely fix the issue but before I go through that process of getting it shipped to me and rebuilding. Has anyone seen anything similar before and have a fix?

Thanks

[DuoKristina]

What is the VPN? What client are you using?

[PKU]

Pulse secure. It usually works fine and if I log onto the VPN as a different user from the same machine it works fine for that user also. Just issues for this one user. I appreciate that this is more of a machine problem than a DUO problem. Just trying to avoid a full machine rebuild

Thanks for responding

[DuoKristina]

Hmm, I can’t think of what might cause that for a single user on a single workstation. Did you already try uninstalling Pulse client and clearing out any data that might have been cached by Pulse in that user’s profile?

[PKU]

Yes me, neither. Uninstalled pulse, cleared temp files. Tried different browsers. Seems weird that even on that one users windows profile another user uses their credentials it still works

[PKU · Accepted solution]

OK so I found a solution to this in the end. It’s a bit weird and I can’t explain it but it worked. We tend to use Chrome mainly but our VPN still brings up a login box for IE, either browser has this problem. YOu can just browse to the URL in a Chrome browser to connect the VPN else if you use the desktop app it will open IE by default. I initially factory reset IE and some other point in the trouble shooting process factory reset Chrome. Today I factory reset IE and before testing it also factory reset Chrome. I have no idea why it worked or what kicked it in but once I tested it it all worked fine. Can’t explain it but hopefully someone else find this useful